A Case Of The City Bank Limited Finance Essay

Published: 2021-07-08 17:10:04
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Lists of Abbreviations
E-Commerce Electronic Commerce
IT Informational Technology
TAM Technology Accepted Model
TPB Technology of Planned Behavior
TRA Technology Reason of Action
UTAUT Unified Theory of Acceptance Use of Technology
UTAUT2 Unified Theory of Acceptance Use of Technology2
Contents
1
Lists of Abbreviations 2
Contents 3
1Back ground, motivation and Relevance of the study 4
1.1Background 4
1.2Motivation 5
1.3Relevance of the study 5
2. Literature review 5
3. Problem Statement 5
4. Research Objectives: 6
5. Conceptual Framework 6
1.5.1 Reason of choosing the UTAUT2 model 7
6. Research Question 7
6.1 Main research Question 7
6.2 Minor research Questions 7
7. Main Research Hypothesis 8
8.0 Research Methodology 8
8.1 Nature of the study 8
8.2 Research Strategy 9
8.3 Type of Data 9
8.4 Data collection 9
8.5 Measurement: Validity and Reliability 9
8.6 Data access and ethics 10
8.7 Sampling 10
8.8 Data analysis 11
8.9 Data Presentation 11
9.0 Limitation of Study 11
10. Assumptions: 11
11. Structure of the Thesis 11
12.0 Time Frame 12
References: 12
2. Literature Review 13
Chapter 2:Literature Review 14
2.1 Definition of the Internet Banking 14
2.2 Growth in E-banking 15
2.3 Factors determining adopting Internet Banking 15
Back ground, motivation and Relevance of the study
Background
Internet Banking has been considered to be the most successful e-commerce application, generally referred to as online banking or e-banking. Internet banking is now widely used around the globe as one of the most powerful and valuable tools which brings development, supports growth, promotes innovation, develops and increases competitiveness.
Banking sector in Bangladesh play a significant driver for national and global economies. The use of internet is growing day by day in Bangladesh. Considering the demand and necessity for fast banking, a number of local and private banks are going online. Internet banking delivers many banking facilities, such as faster transactions, customers can apply for loans, and are also able to verify their account information from their home or office or even weekend round the clock (Rahman, 2010). Besides, internet banking plays yet another important role of connecting the country with the international economy as well as global business. In this global era, people around the world are getting attached to internet banking and are becoming more active with its use. Therefore, people will also benefit from convenience, speed, and accounts accessibility around the clock, seven days a week through the use of internet banking.
The aim of this research is to highlight features impacting and moderating the adoption of internet Banking.
Motivation
Despite the growth of IT Worldwide, Bangladeshi banks continue to conduct most of their banking transactions using traditional methods. Of recent some banks in Bangladesh have introduced internet banking to improve their operations, of which the City Bank Limited is one of them (Begum, 2008).As an IT engineer of online department of the City Bank Limited, it is necessary to understand the constructs that influence customer’s intention and the use of technology, one of the most recent challenging issues. This study will increase inner knowledge regarding which area I should improve and how to solve the current problems.
Relevance of the study
To identify the issues and obstacles the customers are facing with the usage of the e-banking services
The study will enable management of the bank to develop new strategies aimed at increasing online banking
To study will add on the existing knowledge about Internet Banking
The study will help banks with an intention of starting internet banking.
2. Literature review
3. Problem Statement
Of recent, many banks in Bangladesh have introduced internet banking. According to Internet Banking in Bangladesh, 2011, there are 48 Banks in Bangladesh, of which only ten banks are using internet banking. These include, among others; Mercantile Bank, The city Bank, HSBC, BRAC Bank, Bank Asia, Jamuna bank, Southeast Bank, AB Bank, First Security Bank, Janata Bank and Premier Bank. This implies internet banking is a new service intended to benefit the users in terms of reduced costs, easy use and time saving.
The City Bank is one of the oldest private Commercial Banks in Bangladesh. It currently has 163 ATMs of its own .The Bank offers SMS Banking, Internet Banking, and mobile Banking, among others. City Bank has 6 million clients but only 45000 are using internet banking since it was introduced in 2010 (Annual Report, 2011). This is an indication of customers’ reluctance to use the service. One wonders why the number of internet banking users is still small in spite of the benefits associated with it.
4. Research Objectives:
The purpose of the study is to identify the factors influencing internet banking adoption and use from the customer’s perspective in Bangladesh
To find out the effect of demographic factors on internet banking adoption
To suggest the possible solutions to the challenges faced by internet banking.
5. Conceptual Framework
The study will adopt Unified Theory of Acceptance Use of Technology2 framework (Viswanath Venkatesh, James Y.L. Thong, Xin Xu (2012), (Elmira, 2012) . UTAUT2 was formulated by Viswanath Venkathesh. The conceptual framework will be used to explore and analyze the consumer’s acceptance and behavioral intention to use the Information Technology system.
Figure: Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) adopted by Viswanath Venkatesh, James Y.L. Thong, Xin Xu (2012), (Elmira, 2012)
The seven constructs of the independent variables namely; performance expectancy, effort expectancy, social influence, facilitating conditions, habit, hedonic motivation and price value; are expected to influence dependent variables (behavioral intention and use of behavior) for adopting Information Technology (IT) related services. The individual difference variables include: age, gender and experience; are theorized to moderate some independent variables (facilitating conditions, habit, hedonic motivation and price value) for effecting on use behavior (Viswanath Venkatesh, 2012).
1.5.1 Reason of choosing the UTAUT2 model
Include the previous eight theories or models into single unified theory attempt to improve the model of theory of acceptance and use of technology (Viswanath Venkatesh, 2012).
The UTAUT2 model includes cultural factors which play strongest role in determining the behavioral intention of technology adaption and use (Im, 2011).
The variables that UTAUT2 provides are the best combination to explore and analyze factors that influence the adoption technology based system such as internet banking (Elmira, 2012).
6. Research Question
6.1 Main research Question
What are the factors influencing internet banking adoption and usage from the customer’s perspective in Bangladesh?
6.2 Minor research Questions
What impact does demographic factors such as age, gender, education level and income on the adoption and usage of internet banking?
Which internet banking service(s) is most valued according to the customer’s perspective?
What are the challenges and possible solution to internet banking adoption and usage in Bangladesh?
7. Main Research Hypothesis
7.1 Hypothesis about
H1: Performance Expectancy positively influences the intention to adopt internet banking.
H2: Effort Expectancy has positively influences the intention to adopt internet banking.
H3: Social Influence positively influences the intention to adopt internet banking.
H4: Social Influence positively influences attitudes toward adopting internet banking.
H5: Facilitating Condition positively influences attitudes toward adopting internet banking.
H6: Price Value positively influences attitudes toward adopting internet banking.
7.2 Hypothesis Regarding Moderated Variables
H7: Age, gender and experience will moderate the effect of facilitating conditions on behavioral intention for adopting internet banking.
H8: Age, gender and experience will moderate the effect of facilitating conditions on behavioral intention for adopting internet banking.
H9: Age, gender and experience will moderate the effect of facilitating conditions on behavioral intention for adopting internet banking.
H10: Age, gender and experience will moderate the effect of facilitating conditions on behavioral intention for adopting internet banking.
8.0 Research Methodology
8.1 Nature of the study
The study will base on the already existing knowledge and concepts, and will be deductive in nature. The theories used in the study will help to find out the influencing factors of adopting of Internet Banking.
8.2 Research Strategy
A single case study will be used, focusing on the Bank (The City Bank Limited) industry in Bangladesh.
8.3 Type of Data
The study will focus on quantitative data and qualitative data. Data will be collected from customers who are using internet banking and those who do not use internet banking. I would like to interview employees who are responsible for internet banking within the City Bank.
8.4 Data collection
The study will be done mainly based on primary and secondary sources of data or information. The first is an exploratory research based on secondary data will be obtained through the internet, books and related journals. Secondly, survey and questionnaire will be collected as a primary source. A specifically designed questionnaire was used as a tool and the survey covered a sample of 150 respondents for the random of analysis. The total study population will be 10,000 and sample size of 150 respondents will be taken. The customers will be selected by random sampling method. The primary data will be collected by use of closed ended questionnaires. Both demographic and non-demographic data questions will be designed by the researcher and fed into the questionnaires. The questionnaires will be designed by use of a Five-point Likert scale that will contain the following characteristics:
1 = Strongly disagree
2 = Disagree
3 = Not sure
4 = Agree
5 = strongly agree
8.5 Measurement: Validity and Reliability
Pretest method will be used to test the questionnaires for validity and reliability. A selected number of respondents will be requested to fill some questionnaires before the main research is carried out, so as to ascertain whether there are any errors in the questions
8.6 Data access and ethics
To obtain data from the City Bank Limited in Bangladesh, a letter of introduction to the field will be obtained from Maastricht School of Management. The data to be collected from the City bank will be purely for academic purposes and will be treated confidential.
8.7 Sampling
A sample size of 50 of internet banking user will be a selected from the population of 10,000, from four categories of the City Bank Limited in Bangladesh. The sample will be selected from Internet Banking of the City Bank Limited. Random sampling methods will be used. The sample will be selected by use of probability sampling procedure. The Probability for each category will be multiplied by the head office’s population so as to obtain the representative sample for each category. Thereafter, random sampling procedure will be used in coming up with 50 respondents.
Table 1 Representative sample size
No.
Account Category
Population
Probability
Representative sample
1.
Current Account – 20 %
2.
Saving Account- 35%
3.
Onash Account 20%
4.
Short Notice Deposit (SND) -5 %
5
Fixed Deposit Receipt 15%
6
Loan Account 5 %
Total
Source: Adapted from Annual Report of the City Bank Limited, 2011
8.8 Data analysis
The primary data will be analyzed by use of SPSS, a Statistical package. By using the SPSS, the relationship between the dependent and independent variables will be established by use of multiple regression analysis. The dependent variables for this study are behavioral intention and use behavioral, while the independent variables are performance expectancy, effort expectancy, and social influence, facilitating conditions, habit, hedonic motivation and price value. The moderating variables such age gender and experience will be on the adoption and usage of internet banking
8.9 Data Presentation
The study findings will be presented by use of graphs, tables and pie charts. These will be used in the interpretation of the research findings on the research questions, so as to be able to make a rational conclusion.
9.0 Limitation of Study
Only internet banking user of The City Bank Limited
Based on Head office with limited branches of Internet Banking Limited.
Only urban areas of Bangladesh will be considered.
Due to small span of time, customer satisfaction regarding Internet Banking will not be dictated.
Journals, periodicals and published data are not available on this issue.
10. Assumptions:
Bank officials will be co-operative for collecting data
Customer will be answered the question honestly.
11. Structure of the Thesis
Chapter 2
Introduction
Introduces internet banking of Bangladesh to enable us to understand the nature
Chapter3
Literature Review
Literature review will highlight the most important and relevant literature on this topic.
Chapter 4
Theoretical Framework and
Research Design
Research methodology which will discuss the framework, how data was collected, the research design, problems with data collection, target population and sample size.
Chapter 5
Data analysis and Discussion
Data analysis will focus on data presentation, analysis and
Hypothesis the testing results
Chapter 6
Conclusions, Recommendations and further study.
Conclusions, Recommendations and pointing out areas for further study.
12.0 Time Frame
No.
ITEM
PERIOD
1.
1st Thesis writing workshop
November 28, 2012
2.
2nd Thesis writing workshop
January 30, 2013
3.
Submit Research Proposal Synopsis(1 page)
February 18,2013
4.
Allocation of Research supervisor
February 22,2013
5.
Submit Research Proposal (10 page)
April 28, 2013
6.
Research Proposal Presentations
7.
Conduct Research
April-July 2013
8.
Write Research Paper
July-Aug 2013
9.
Submit Final Research Paper
August 12, 2013
10.
Research Paper Presentations
August 19-23 ,2013
11.
Graduation
September 5, 2013

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